NineCasino - Вилучення гравця затримано.

I have been waiting for my payout since 07/09/21. I had to submit my bank transactions several times to prove it. And nothing has been done to this day.

Ich warte seit 09.07.21 auf meine Auszahlung. Ich musste mehrere male meine Banktransaktionen senden, damit ich es beweisen kann. Und es wurde bis heute nichts gemacht.

Dear Dominik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

Could you please advise if you have received any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, Dominik, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dominik,

I looked at your complaint and will do my best to help you. I would like to invite NineCasino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Viliam,

Thank you for your help.

With kind regards

Dominik

Hallo Viliam,

Vielen Dank für deine Hilfe.

Freundliche Grüsse

Dominik

Good day.

I have an update regarding the payout. I wrote to live support again. Unfortunately there is still no answer from the bank. But he told me that because of Corona it can take up to 10 days until I get my money. I now see what it looks like on Friday, as the money should then be credited to my account.

I would also like to praise the support from NineCasino, which in the end cannot help but rather the fault lies with your bank.

Well, I'm curious about the answer from the bank or whether the payment will arrive on Friday.

With kind regards

Dominik

Guten Tag.

Ich habe ein Update bezüglich der Auszahlung. Ich habe nochmals mit dem Livesupport geschrieben. Leider noch immer keine Antwort der Bank. Er hat mir aber gesagt das es wegen Corona bis zu 10 Tage dauern kann bis ich dad Geld erhalte. Ich schaue jetzt wie es Freitag aussieht, da das Geld ja dann auf meinem Konto gutgeschrieben werden sollte.

Noch ein Lob möchte ich dem Support von NineCasino aussprechen, die ja schlussendlich nichts dafür können sondern der Fehler bei Ihrer Bank liegt.

Naja ich bin mal gespannt auf die Antwort der Bank bzw ob die Auszahlung am Freitag ankommt.

Freundliche Grüsse

Dominik

Hello!

Sorry to hear that you meet such a problem with your withdrawal.

Our live support is right, we have confirmed your withdrawal on our side many days ago. Let's wait for the reaction from your bank. Hope you will receive your withdrawal as fast as possible 🙂

Best regards,

NineCasino Team

My bank isn't the problem. 😉 Let's wait for the answer from your bank. 🙂

Meine Bank ist nicht das Problem. 😉 Warten wir mal auf die Antwort ihrer Bank. 🙂

Dear Dominik,

let me know when you'll receive your winnings, please. If you'll not receive your money then send me a statement from your bank which can confirm that.

Dear Viliam

I'll wait until tomorrow, because then it will be 14 days. Unfortunately, I won't get the bank statement until the end of the month. I can, however, send you the transaction history from 07/09 to today. I've already sent that to NineCasino.

Lieber Viliam

Ich warte noch bis morgen ab, weil dann sind es 14 Tage her. Den Kontoauszug bekomme ich leider erst ende des Monats. Ich kann Ihnen aber den transaktionsverlauf vom 09.07 bis heute zusenden. Das habe ich NineCasino auch schon gesendet.

Good Morning.

It is now Friday the 23.07.21. 14 days ago today I ordered the payout. I was repeatedly told by the casino that I would receive it today at the latest. I showed patience and waited. Lo and behold ... no money. I have finally enough. I won't let myself be held off now. I now want something to be done immediately. I'm tired of waiting.

Guten Morgen.

Es ist jetzt Freitag der 23.07.21. Heute vor 14 Tagen habe ich die Auszahlung in Auftrag gegeben. Mir wurde immer wieder vom Casino gesagt das ich es spätestens heute erhalten werde. Ich habe Geduld bewiesen und abgewartet. Und siehe da...kein Geld. Ich habe endgüldig genug. Ich lasse mich jetzt nicht mehr hinhalten. Ich will jetzt das sofort etwas unternommen wird. Ich bin das warten leid.

And yet another standard answer to fool me. I am now 100% enough. I would like finally something is being done that now.

Und schon wieder eine standart Antwort um mich zu verarschen. Mir reicht es jetzt zu 100%. Ich möchte das jetzt endlich etwas getan wird.

Dear Casino,

can you please specify where is the problem?

Hello!

Our payment team told us that the problem is because you requested a withdrawal to the Switzerland bank.

We have few ways to solve this problem. Our support will write an email with an instruction to you now. Check your mailbox soon pls :)

Best regards,

NineCasino Team

So the following: They said I have to top up another 20 euros via Skrill and verify my Skrill. Now it means again that you have to wait for the answer from the bank. The whole thing has been going on for 15 days.

Also folgendes: Es hiess ich muss per Skrill nochmals 20 Euro aufladen und mein Skrill verifizieren. Nun heisst es wieder, das sie auf die Antwort der Bank warten müssen. Das ganze zieht sich jetzt seit 15 Tagen so.

Dear Dominik,

I can strongly recommend you to do so in order to receive your winnings. Let us know if you are willing to create a Skrill wallet and make a deposit.

Ich habe das doch schon gemacht und auch Geld aufgeladen ubd mein Skrill konto wurde bereits verifiziert. Aber jetzt heisst es sie warten auf eine Antwort des Zahlungsanbieters und ich warte noch immer auf mein Geld....

Hi!

Sorry, we are still waiting for the answer from the payment provider. We're trying to figure out why Skrill is refusing your withdrawals. It's strange that it takes so much time, but we remind them about your situation every day.

As soon as we will receive any answer from the payment provider, you will be informed about it.

Best regards,

NineCasino Team

As an apology for this situation, we've sent €100 to your account.

We would like to ask the NineCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any explanation (or evidence) from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. The player lost his winnings by playing so we are rejecting this complaint. We've received evidence from Casino.